Customer Service

Order & Payment Policy

Payment Methods

We accept payments with credit / debit card (Visa, Master, Discover, American Express, JCB). We do not accept cash, check or money order.

Payment is discreet; the company name on the credit card statement will be showing “CEN”

Discreet Billing

We value your privacy and will ensure your purchase is 100% discreet; charges appear as “CEN” on your credit card statement. You may not recognize this name after checkout as it does not match the name of this site, so please make a note of it.

Handling Time

We usually process all orders at 6:00 a.m. PT on weekdays, and ship orders at 11:00 a.m. PT on the same day. Shipping delays may occur around postal holidays.

Safe Technology & Online Shopping Guarantees

CalExotics.com uses secure socket layer (SSL) software, the industry standard and among the best software available today, for secure e-commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.

In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Shipping Policy

Discreet Packing

CalExotics is a strong advocate of your personal privacy, and we do whatever it takes to preserve it. We pack your order in nondescript envelopes and boxes, just like your everyday mail or packages. The only identifying marks are your mailing address and our ship from address and “CEN” as the company name. The name “CalExotics” or “JOPEN” does not appear anywhere on the outside of your package. Your purchase will be kept 100% discreet.

US Domestic Shipping Information

In most cases orders are processed to be shipped on the same day if the order is placed before 6:00 a.m. PT.

FedEx Ground Economy

  • Coverage to every residential address in the continental US.
  • We don’t ship to P.O. boxes, APO, FPO and DPO destinations, Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands and all other U.S. territories.
  • Transit times typically 2 to 7 business days within the contiguous U.S., based on the final destination ZIP code.
  • Full FedEx tracking visibility on fedex.com with an estimated delivery date.

International Shipping Information

Shipping is available within the U.S. only. No international shipping is available at this time.

Damaged or Lost Shipments

In order to accept a return for damages caused during shipping, a customer service representative must first be contacted for approval. Please note that if any security sticker(s) have been cut, poked, ripped or removed, the item is not eligible to be returned. CalExotics is not responsible for defects or damage caused by customer error.

CalExotics is not responsible for lost shipments for any reason after delivery. CalExotics order fulfillment is COMPLETE after the package has been shipped.

Shipment Tracking

Packages shipped are automatically available for detailed tracking. You will be sent an email once your package has been shipped containing the tracking number and link needed to track the location of your order as it is sent to you.

Undeliverable Orders

Please provide current and accurate shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% processing fee and no shipping refund will be issued. If you decide to have the product re-delivered to a different address (US addresses only), an additional shipping/handling fee of $10 will apply, in addition to the shipping charges by the carrier.

Warranty Policy

Thank you for purchasing CalExotics or JOPEN products!

Warranty Period

Our warranty policy is as follows:

  • Standard one-year warranty applies to all CalExotics and JOPEN products.
  • Additional 10 year replacement guarantee is available for Vanity by JOPEN and EGO by JOPEN. Details on this policy are available once the item is registered.
  • The warranty covers your CalExotics and JOPEN product for all manufacturing defects up to 1 year after the purchase date.

Product Warranty for purchases made directly from CalExotics.com:

  1. File a warranty claim by clicking here. In order to file a warranty claim you must provide a valid email address, phone number, product details and more. 

That’s it!

There is no need to ship the product back to us. One of the benefits of buying toys direct from CalExotics.com is a streamlined customer service experience. Our customer service team will contact ASAP and try to resolve your situation to the best of our ability. Resolutions are typically made in the form of online store credit to replace the value of the defective product.

Product Warranty for purchases made through one of our many retail partners (anywhere other than CalExotics.com):

  1. File a warranty claim by clicking here. In order to file a warranty claim you must provide a valid email address, phone number, product details including proof of purchase and more. 
  2. To complete the claim, you must ship your product back to us. Please follow the below steps after you submit your claim online.
  3. When you are ready to ship the product back to us for a replacement, remember to enclose a copy of the warranty email into the return package. Remember to write the unique ticket # outside of the package to expedite your claim process. Mail your product, the adapter/plug/base, a copy of your receipt and the warranty email to the warranty department. (address available on warranty email)
  4. We recommend returning it via United States Postal Service with tracking for confirmation for a more reliable and usually cost-effective option.

Please allow 10-12 business days from the day we receive it for processing, plus shipping time back to you via US mail.